Job Description

Job Profile:
Help Desk Technician II

Job Qualifications:

Skills:
Microsoft Office, Remote Access, Technical Helpdesk, Troubleshooting, Virtual Private Networks (VPNs)

Certifications:
None

Experience:
4+ years of related experience

Job Description:
A leading IT services provider is seeking a Technical Help Desk Support Specialist to join its team supporting a large-scale enterprise service desk. In this role, you will provide 100% phone support troubleshooting technical problems and advising users on the appropriate action for resolution across a wide range of technologies and issues. The ideal candidate will have impeccable attendance, excellent communication skills, and be highly skilled in multi-tasking.

This is a full-time telework position covering the weekday overnight shift, Monday - Friday (9PM-6AM).

RESPONSIBILITIES:

• Provide outstanding customer support via phone and email in Windows 10, 11, and macOS environments / Office 365.
• Handle incoming customer requests, log calls into the ticket tracking system, and resolve technical issues promptly.
• Meet SLAs in a high-volume call center environment.
• Use MS Office applications to troubleshoot customer issues.
• Support remote users via Citrix and VPN client troubleshooting.
• Perform network administration tasks such as creating users, assigning rights, and resetting passwords in Active Directory.
• Troubleshoot desktops, laptops, tablets, and mobile devices (Android, iOS, Apple/Mac).

QUALIFICATIONS

Required Skills / Experience:

• High School Diploma or GED and 2+ years of IT experience troubleshooting hardware, software, and connectivity issues.
• Strong customer service skills with the ability to explain technical issues clearly.
• Experience providing 100% telephone support for local and remote users in Windows 10 / Office 365 environments.
• Familiarity with SLA-driven environments.
• Proficiency in troubleshooting Windows 10/11, Office 365, and MS Outlook.
• Experience with general networking, wireless, remote desktop, and VPN troubleshooting.
• Knowledge of Active Directory, Internet Explorer, Adobe, and ticketing systems.
• Experience supporting printers, desktops, laptops, tablets, and mobile devices.

Desired Skills / Experience:

• Technical certifications such as MCDST, MCSA, HDI CSS, or HDI HDA.

SKILLS AND ATTRIBUTES:

• Strong multi-tasking abilities
• Excellent communication skills
• Critical thinking and troubleshooting skills
• Impeccable attendance record
  

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser:

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future™

Job Tags

Full time, Local area, Remote job, Night shift, Weekday work, Monday to Friday,

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